Service Asset & Configuration Management

1. Service Asset & Configuration Management 26 February 2014

2. Introduction • Kylie Fowler • 10 years experience in IT Hardware and Software Asset Management • Has worked for a variety of multi-nationals in finance, insurance and construction • Analyst and writer for the ITAM Review (www.itassetmanagement.net) • Founding member for the Campaign for Clear Licensing (www.clearlicensing.org) • Treasurer of the BSC Configuration Management Specialist Group • Richard Josey • 15 years experience in Service Management • His consulting has helped drive many organizations in their efforts to implement and imbed mature service management processes. • This has comprised of numerous Incident, Request, Problem, Change, Configuration and Release Management processes, in a variety of environments • Chair of the BCS Configuration Management Specialist Group IT Asset & Configuration Management

3. Configuration Management and IT Asset Management are concerned with the management of IT Assets. What is an Asset? IT Asset & Configuration Management

4. What is an Asset • What is an asset? • Something we can track • Something that has value • Something we can audit • Something which makes a Service run • Something we care about • Different people care about different things for different reasons • Lots of overlap… but lots of argument because different people need to track different attributes of the same ‘thing’ IT Asset & Configuration Management

5. Attributes • Assets have attributes • Different assets have different attributes • Different people and functions can care about different attributes of the same asset IT Asset & Configuration Management

6. Change and Status Accounting • Attributes change over time… • A huge part of IT Asset Management and Configuration Management is to track these changes and update the IT Asset and Configuration Management Databases • Within IT, Change Management is the gatekeeper for Asset and Configuration changes Change Management IT Asset Management Invoice numbers Costs PO Numbers Licenses Incident Problem Request Fulfilment Access Patch levels Exposed surface area IT Service Relationships Applications installed Specs Configuration Management IT Asset & Configuration Management

7. Using Configuration and Asset Information • Data and Information collected and maintained by Configuration and IT Asset Management should be used to support decision making by IT and Business Management Info Sec / IT Management Regulatory Compliance Improved Service Design Good Management Decisions IT Asset Management Reports and Analysis Change Management Successful Changes Improved Service Design Good Management Decisions Configuration Management IT Asset & Configuration Management

8. Configuration ManagementService Relationships • CIs have little function on their own. • They are a part of complicated, interrelated systems. • Systems / parts are used to support and provide services to the business. • Various logical models for the upper section. • Physical Cis in the lower section. • Gets very complicated. IT Asset & Configuration Management

9. IT Asset Management • IT Asset Management focuses on Regulatory Compliance • Maintaining and tracking hardware assets • Ensuring integrity of the Asset Register for finance • Ensuring the identity and location of hardware containing Information Assets is known and tracked throughout the hardware lifecycle • Managing software compliance • Ensuring the business / organisation is compliant with the Terms & conditions of software licenses • Responding to Software audits • Maximising the ROI of software investments • Working with Service Design and Operations teams to ensure service design takes into account software licensing costs when conducting cost benefit analyses • Working with Strategic Procurement to understand demand and negotiate Software and Hardware deals • Identifying unused applications / SaaS accounts, uninstalling and reusing the licenses IT Asset & Configuration Management

10. Benefits of Service Asset & Configuration Management • Key benefits come from other processes interacting with SACM • Incident • Key CI information close to analysts Lower resolution times • Problem • Key data available for rout cause analysis Faster time to rout cause • Patterns from incidents linked to CIs Enables proactive problem finding • Change • Relationships available linking CIs to Services Better impact analysis Superior scheduling IT Asset & Configuration Management

11. Benefits of Service Asset &Configuration Management Configuration Management Asset Management Improved risk and financial management Regulatory and legal compliance Software License Compliance Information security eg confidence all hard drives are encrypted Wise Investments Understand demand – buy the right things Support procurement negotiations Increased Return on Investments Reuse of equipment and licenses Communicate value and drive adoption of benefits eg Software Assurance • Key benefits come from other processes interacting with SACM • Incident • Key CI information close to analysts Lower resolution times • Problem • Key data available for rout cause analysis Faster time to rout cause • Patterns from incidents linked to CIs Enables proactive problem finding • Change • Relationships available linking CIs to Services Better impact analysis Superior scheduling Presentation to insert name here

12. SACM in context • SACM Continuous Improvement • Strategy and Governance framework defined in conjunction with broader IT and Business strategies; • SACM contribute to IT and Business policies • Processes implemented by relevant stakeholders • Data produced by stakeholders and updated by SACM – Status Accounting • Reporting and analysis of data provided to IT Management • Robust Change, Risk and Financial management which supports future strategy The SACM Continuous Improvement Cycle IT Asset & Configuration Management

13. Thank You Comments or Questions?